Job Description

Job Summary

This role is to lead our Operation Support team and ensure exceptional service delivery. The ideal candidate will be responsible for handling complex customer inquiries, mentoring junior staff, and improving service processes to enhance customer satisfaction. You will act as a key point of contact for escalating issues and work closely with cross-functional teams to drive service excellence.

Job Scope

Assist HOD in handling end-to-end order management. Process customer order accurately and efficiently, including liaising with them. Material Planner, Production, and Logistics Team to ensure customer's order is being handled and arranged accordingly. Proactively update customer on order status and changes via email or phone. Coach and supervise a team of support and filed personnel while monitoring their performance to ensure smooth day-to-day operations. Participate in regular internal briefings to align operational priorities and customer expectations. Monitor and oversee billing administration processes to ensure accuracy and timely invoicing for all relevant operations. Oversee the billing team to ensure verification of charges, resolve discrepancies, and maintain proper billing records. Build and maintain good relationships with customers ensure customer satisfaction. Proactively identify customer needs and suggest solutions to enhance their experience. Work closely with the internal team, project management and sales support teams to ensure the customer is served in alignment with the business direction. Monitor and analyze operation support process and develop improvement plans to enhance internal process flow and quality of customer service. Follow up on outstanding issues with internal teams to ensure prompt closure. Prepare monthly, weekly and daily reports. Understand the requirements for a QMS, including documented information, planning and determining process interactions. Any others task assigned by the HOD from time to time.

Requirement

At least 3-5 Years of working experience in customer service, account management or equivalent experience. Proficient in Microsoft Excel (Pivot tables, formulas for pricing), Word, and PowerPoint. Knowledge of ERP systems such as Sage X3, SAP, or similar platforms is an advantage. Possess own transportation.
Job Type: Permanent

Pay: RM4,500.00 - RM6,000.00 per month

Work Location: In person